Service Desk Manager

2 weeks ago

Melbourne, Victoria, Australia Centorrino Technologies Full time

Base pay range
A$90,000.00/yr - A$110,000.00/yr
Overview
Service Desk Manager role in Melbourne for Centorrino Technologies.
Lead the Service Desk team in the Small and Medium Business division, responsible for operational success and delivering high-quality technical support.
This role requires a hands-on leadership approach, service delivery focus, and continuous improvement in a dynamic environment.
What you'll do
Lead and manage the Service Desk team, building a culture of excellence, best practice, and continuous improvement
Monitor service desk queues and inbound calls to ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly
Act as the escalation point for technical and customer issues, personally owning critical or escalated tickets
Assist with team coverage during high-volume periods to maintain SLA compliance
Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support, particularly for junior team members
Identify training needs and drive skill growth across core technologies to strengthen team capability
Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices
Ensure service desk documentation, processes, and runbooks remain accurate, up to date, and effective
Collaborate with other departments to resolve cross-functional issues and deliver better client outcomes
Prepare and deliver monthly reporting, including insights and updates in client or leadership meetings
Maintain a strong security focus across all tasks and interactions
What you'll bring
5+ years experience in a Service Desk or IT Support role
Proven ability to lead, coach and inspire a team, particularly junior or early-career staff
Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues
Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms
Sound understanding of SLA management and service reporting
Excellent communication, interpersonal, and conflict resolution skills
Ability to manage competing priorities and maintain calm under pressure
Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines
Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly
Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment
Benefits
Hybrid working (for majority of roles) with team anchor days to support collaboration
Extensive training and development opportunities that enable continual growth as part of career planning
Extensive discounts and benefits to maximise money
A choice of IT equipment to maximise success and access to cost-price tech for personal needs
Fun team events to celebrate achievements and connect with colleagues outside work
Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management
Industries: IT Services and IT Consulting
Location: Melbourne, Victoria, Australia
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